english proficient. 87% of these are spanish speaking. 15% of our public contact staff are certified bilingual. 38% of the new hires will be byling intellectual. -- bilingual. cantonese and also spanish speaking. supervisor chu: thank you, supervisor cohen? supervisor cohen: how long has your plan been around? >> since i have, two years. we also issued a bilingual policy, which means a are staff are paid for, their bilingual skills. we also have our main lines recorded messageses with business information, and our bilingual recordings and department forms are bilingual. if i go too fast, please tell me. i'm trying to get through it for you. in terms of our overall bunt, getting a picture of what it looked like in 2010-11.